Ingredients

The systems used by this policy include Prive, Gorgias, and Kodif.

What are AI Policies?

At Kodif, we’re excited to announce the launch of Policies—a powerful, dynamic solution designed to revolutionize the way CX managers handle customer support. Unlike traditional flows, which are rigid and complex, Policies empower non-technical users to create and manage customer interactions with ease. Written in natural language, Policies make it simple to define and refine customer experiences without needing to rely on complicated flowcharts or scripting. This approach is not only user-friendly but also self-serve, enabling CX teams to quickly translate existing Standard Operating Procedures (SOPs) into automation, saving valuable time and resources.

The flexibility of Kodif Policies ensures that businesses can offer personalized, context-driven support while continuously improving customer experiences. With Policies, you can experiment with different strategies to optimize outcomes such as CSAT, revenue, and retention—all without the need to rebuild complex workflows. Whether it’s automating routine interactions or testing new approaches for high-stakes scenarios, Policies provide a scalable, adaptable solution that aligns with your business goals. While flows still have their place in sensitive, high-risk situations, Policies offer an agile alternative that helps businesses innovate faster and deliver exceptional, tailored experiences at scale.

“Restart subscription” ticket type explained

In the realm of customer support, a “restart subscription” ticket refers to the process of reactivating a customer’s subscription that may have been temporarily paused or canceled. This type of ticket often arises when a customer decides they want to continue receiving a product or service after a hiatus. Efficiently managing these requests is crucial for businesses to maintain customer loyalty and satisfaction, as it provides a seamless transition back to the service. The process typically involves verifying customer details, confirming terms, and ensuring that the billing cycle resumes correctly.

Which Platforms does this AI policy work on?

This AI policy operates seamlessly on Prive, Gorgias, and Kodif. Additionally, Kodif integrates with all other major platforms, offering versatile and adaptable support solutions.

When should I use this policy?

Use this policy when customers express interest in canceling their subscriptions, and the process involves a retention step. This policy is designed to present alternatives that can persuade the customer to stay, thereby reducing churn and maintaining a steady subscription base.

Policy Logic

To implement the policy, type @ to view available tools, use # to reference policies, and add contextual data with $. You can also edit the context in the test screen. Here’s how the process unfolds:

1. When a customer indicates they want to cancel their subscription, initiate the #Single_order_cancellation_policy – Provide Cancellation Alternatives.

2. Offer retention options to dissuade cancellation:

   • Discount Offer: Use @set_discount_to_order to provide a discount (e.g., 10% or 15%) on the subscription if retained.
   • Shipping Upgrade: Offer an expedited shipping upgrade free of charge.
   • Product Swap: Allow swapping for a product of equal or higher value at no additional cost.
   • Future Discount: Provide a future purchase discount, such as a 20% coupon for the next order.

3. Confirm Retention Decision:

4. Ask if the customer is interested in any retention options.
5. If accepted:
   • Apply the agreed retention offer using the relevant tools (@set_discount_to_order, @upgrade_shipping, etc.).
   • Notify the customer of the updated subscription details with @send_async_message(message: str).
   • Prive will send a confirmation email detailing the subscription update.

6. If declined:

   • Proceed with cancellation as detailed in #Single_order_cancellation_policy.

7. Post-Retention Follow-up:

8. If the offer is accepted, thank the customer and highlight any benefits.

9. Ensure a follow-up message is sent confirming the retention offer application.

10. Escalation:

11. If the customer has concerns about the retention offer, escalate to an agent.
12. If cancellation is still requested, proceed as per the cancellation policy.

Example Policy

The example policy is executed when a customer wishes to cancel their subscription and involves a retention step. Replace commands as necessary to reflect the correct platforms: Prive, Gorgias. For instance, replace @shopify_order_details with @prive_order_details when discussing Prive.

Explore more AI policies